Help Desk Analyst

Role Summary

The ideal candidate starts with a good understanding of operating systems and application support, basic but solid networking (DHCP, DNS, TCP/IP, Windows Domains, and M365), good people skills and a solid work ethic. The position involves multiple daily interactions with associates from various departments, managing work from a ticketing system and being a responsible, credible source of assistance to professional staff.

*This is an in-office position, remote work will not be considered*

Primary Responsibilities

* Provide first-line support for a wide variety of trouble tickets related to computers, software, hardware, phones, peripherals, wireless devices, A/V equipment, and anything else technical in nature. Respond either in-person, remote control, or by driving to our sites. * Build and prepare desktop images to automate and simplify desktop management. * Manage Active Directory accounts, basic o365 mailbox issues, Windows image creation and maintenance. * Escalate unresolved or complex issues to Tier 2 or Systems Administration teams with relevant context. * Maintain IT assets and inventory. * Participate in company information security efforts, policy and process documentation, equipment inventory, service availability, system up-time, network availability and other initiatives to improve the department. * Follow up with associates to ensure issue has been resolved for high level satisfaction and work with other team members and escalate when required. * Participate in an on-call schedule. * Assist coworkers with related duties and projects as needed. Projects and duties may require work outside of normal working hours. Qualifications

• Experience with troubleshooting and advanced knowledge of computers, operating systems, printers, network connectivity, mobile and wireless devices, copiers, and scanners.
• Expertise with Microsoft Windows and Office products in a Windows Domain.
• Good listening, written and oral comm...